Continuous Improvement Analyst II

Job Overview

We are looking for a highly skilled WFM analyst who brings together expertise in Workforce Management (WFM) KPIs, SQL database management.

Job Requirements

- Prepare different kind of reports using SQL Genesys, Salesforce and other WFM tools.
- Ensure accurate and timely availability of WFM KPIs like Abandon Rate, Service Level, ASA, Occupancy, Shrinkage, etc.
- Partner with WFM teams to enhance forecasting, scheduling, and intraday management capabilities with better data visibility.
- Automate reporting and build data models to enable dashboards and predictive analytics.
- Ensure data accuracy, validation, and performance tuning of pipelines.
- Collaborate with cross-functional teams including IT, WFM, Sales Support, Training and Operations.

Qualifications

- 4+ years of experience in Workforce Management or Contact Center analytics.
- Proficiency in SQL knowledge and prepare different reports.
- Familiarity with contact center metrics.

Competencies